A New Approach to Resilient Hospitality Management: Lessons and Insights from Kyoto, Japan

ISBN-13: 9789811916670 / Angielski

Yoshinori Hara; Senko Ikenobo; Spring H. Han

Spis treści

Preface

List of Figures and Tables

List of abbreviations and technical terms

Acknowledgement

Chapter 1  Understanding the Philosophy of Japanese Hospitality

1.1 Background

1.2 The Japanese Sense of Beauty – A Process from Imperfection to Perfection

1.2.1 The origins of the Japanese sense of beauty

1.2.2 Elements that characterize Japanese values of beauty

1.2.3 Asymmetry

1.2.4 Simplicity

1.2.5 Making use of “Ma”(space)

1.2.6 Respect for the passage of time

1.3 Authentic Borderline – What should change and what should not change

1.4 Japanese Hospitality “Omotenashi” – Its Origin, History, Philosophy and Expression

1.4.1 Origin and History of Japanese Hospitality “Omotenashi”

1.4.2 The Concept of Hospitality and Its Expression

1.5 Sustainability of “Ikebana” – A Japanese Traditional Culture Epitomizing Japanese Hospitality

1.5.1 Japanese sense of beauty derived from harmony with nature

1.5.2 Long-term trustworthy relationships with local communities

1.5.3 Regional characteristics of Kyoto

1.5.4 The hospitality mind

Chapter 2 Structural Mechanism for Resilience in the Management of Intangible Assets

2.1 Dynamic Balancing Against Crisis, Disaster, and Environmental Change

2.1.1 Dynamic balancing in sustainable activities

2.2 Assemblance of Shinise – One of the Highest Density Regions of “Shops of Long Standing” in the World

2.2.1 What is a long-standing company in Japan?

2.2.2 “Shinise” located in Kyoto and Osaka

2.3 Juxtaposition – A Resilient Structure for Sustainability

2.4 Metamodel – A Mechanism for Adapting Environmental Change

2.4.1 Kata (model) and metamodel (model for model)

2.4.2 Shu - Ha - Ri

2.4.3 The case of ikebana

2.4.4 Relation to the authentic borderline

2.5 Brand Development through Storytelling

2.6 Long-term Trustworthy Relationship Among Multi-stakeholders

2.6.1 Stakeholder theory and the history of Sanpo-yoshi

2.6.2 How to build long-term relationships with customers

2.6.2.1 Customer experience based on core competencies

2.6.2.2 Implementation of effective engagement strategies

2.6.2.3 Customer Empathy

2.6.3 Leadership with a Hospitality Mindset

2.7 Case: Hiiragiya – A Traditional Ryokan (Japanese-style Inn) in Kyoto

2.7.1 History of Hiiragiya

2.7.2 The Hiiragiya's sense of beauty and hospitality

2.7.3 Hiiragiya's resilient hospitality management

2.7.4 Hiiragiya after the pandemic

2.8 Case: Hosoo – More than Fabric and Textile

2.9 Case: Eirakuya – A Deign Innovation for Tenugui (Plain Weave Cotton Cloth)

2.9.1 The history of Eirakuya

2.9.2 Crisis of Eirakuya's survival

2.9.3 Ihee Hosotsuji, the 14th successor

2.9.4 Addressing the current crisis facing Eirakuya

2.9.5 Eirakuya's resilient hospitality management

2.10 Case: Sasaki Shuzo – The Only Long-established Sake Brewer in Downtown Kyoto

2.10.1 History of Sasaki Shuzo

2.10.2 Resilient hospitality management at Sasaki Shuzo

2.10.3 Responding to a post-pandemic and investing in the future

Chapter 3  Sustainable Society following the Advancement of Technology

3.1 Issues on Sustainability and Scalability

3.1.1 Hospitality and Omotenashi revisited

3.1.2 Sustainability and scalability

3.1.3 Popularization of high-quality services

3.2 Symbiosis and Mutualism

3.2.1 Symbiosis in business

3.2.2 The four models of symbiotic relationship in business

3.2.2.1 Shared value = A symbiotic relationship between society and business

3.2.2.2 Platform/standard-based = Interdependence of platform owner, partners, and customers

3.2.2.3 Customer + company = co-creation

3.2.2.4 A coalition = a group of companies that work together to serve a single customer.

3.2.3 Business Mutualism

3.2.4 GO ON Project in Kyoto

3.3 Sustainable Transitions with Digital Technologies

3.3.1 Digital technology adoption and business re-engineering

3.3.2 Digital Technology and hospitality industry

3.3.3 Advanced Technology as an enabler to provide highly delicate services

3.3.4 Toward sustainable future

3.4 A Sustainable Form of Culture that can be Found in Ikebana

3.5 Toward an Autonomous Distributed Society with a Hospitality Mindset

3.5.1 Characteristics of Resilience in Kyoto

3.5.2 Progress in Resilience through Digital Technology

3.5.3 Kyoto as Resilient City

3.5.4 Future Direction of Resilient Hospitality Management

Afterword

References

O autorze

Yoshinori Hara serves as a Professor in the Graduate School of Management at Kyoto University since April 2006, when the graduate school was established. His current research focus includes innovation management, service & hospitality innovation, and open innovation with IT frameworks. Prior to joining Kyoto University, he held various research and key management positions at R&D organizations in NEC Corporation, both in Japan and in the Silicon Valley, California, USA. He was responsible for conducting research and development on advanced ubiquitous computing, including Web/Hypermedia systems, adaptive user interfaces, advanced information retrieval technologies, etc. He is currently serving as President of the Society for Serviceology, a Cooperative Member, Science Council of Japan, an Independent Outside Director of Asahi Holdings, Inc., etc. He was a visiting researcher at the Department of Computer Science, Stanford University from 1990 to 1991 and an exchange researcher at the University of Vienna in 2009. He received his B.E. and M.E. from the University of Tokyo and his Ph.D. from Kyoto University

Senko Ikenobo is the Headmaster Designate of Ikenobo, a family arranging ikebana for over 560 years. The philosophy of Ikenobo ikebana was established in the 16th century. She also serves as a Vice Head Priest of Shiunzan Chohoji (Rokkakudo) Temple in Kyoto. Her varied activities focus on life as emphasized through Ikenobo ikebana. She has used an engineering approach to study the world of ikebana, such as how ikebana's beauty is developed and formed. As an Honorary Consul of Iceland, she has also contributed to fostering international friendship. In 2013, she conducted an ikebana workshop at Harvard University and performed a flower offering ceremony with a wish for world peace at the United Nations Headquarters in New York. Dr. Senko Ikenobo serves as an Adjunct Professor in the Graduate School of Management at Kyoto University since 2019.

Spring H. Han is an Associate Professor in the Graduate School of Management at Kyoto University. Her current research interests include sensory marketing, emotions and service experience, hospitality management, and healthcare service management. She has participated in various industry and academic projects in Korea, USA, China, and Russia. Han has published research papers in distinguished journals, including Cornell Hospitality Quarterly and Service Science. She received the “Best paper award for the year 2012” from Cornell Hospitality Quarterly, “Educational Innovation Award” from National Research University HSE in 2014, “Best Paper Award 2014” from the 2014 TOSOK International Tourism Conference, and “Industry Relevance Award 2017” from Cornell University.

Blurb

This book includes lessons and insights from the hospitality management approach of Japanese sustainable organizations, as well as philosophical underpinnings and numerous business practice examples. The "Japanese manner" of providing customer service and hospitality is well-known around the globe. Traditionally, Japanese organizations have specific but implicit standards for how to approach customers and other multi-stakeholders, exhibiting respect and omnipresence. Japanese hospitality is complicated, nuanced, and changing in tandem with Japanese culture. The book presents sustainable and resilient management of society, organizations, and businesses. Kyoto, in particular, is regarded as Japan's cultural capital, and it is home to not only numerous architectures classified collectively by UNESCO, but also to distinctive Japanese hospitality, customs, philosophy, and ethics. The book is a useful resource for academics and business practitioners interested in the hospitality management, service management, and human resource management. The lessons and insights in this book will also throw light on the future course of the post-pandemic era with modern technologies and their transformation.